Regarding my VRBO listing ******, I recently had tenants book my house from Saturday, A...

GetHuman-foxandhe's customer service issue with VRBO from April 2019

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Regarding my VRBO listing ******, I recently had tenants book my house from Saturday, April ** through Tuesday, April **. The name was KL. These people were exceedingly dishonest, were destructive, and stole. After they left we found the destruction, and the only means of giving feedback was by giving them a numeric rating of bad to good for various categories. A rating of one does not do justice for what these people did. These people should not be able to rent from anyone on VRBO. While owners are subject to hand written reviews From tenants, the owners do not have an opportunity to write a review on tenants. A rating button cannot describe that the tenant misrepresented their party size. These tenants indicated that they were a party of two, yet our housekeeper found that there were twelve people residing in our home. They did not declare bringing a pet or asked permission to have a pet. We have a no pet policy and they brought a dog. The six children that they brought overfilled and overflowed our hot tub -we spent considerable time and effort getting an electrician out to fix what we thought was a breaker problem -come to find out (probably the kids) had peeled off the moisture caulking protection from the control panel and because they over flooded it, the water seeped into the control board, shut the hot tub down and tripped the breaker. The dog wiped its body all over our bathroom where it was evidently confined, making the walls dirty and covered with possibly urine. The toilet handle was broken off of our toilet and the screen door ripped. They stole two sets of towels, the nozzle to our hose, Left clothes and linens strewn everywhere, knocked over our hummingbird feeders and covered a portion of our deck with sugar water. Worst of all, they disabled our security cameras and Internet so there was no camera footage of them coming and going. We sent our house manager to the house to check on the hot tub when they complained it was not working and found it was over filled and the caulking surrounding the control panel ripped off. The dog was discovered at this point. When it was checkout time, they were late for check out and when the housekeepers arrived to clean, they witnessed twelve persons packing all their belongings, six adults and six children. They pretty much broke every house rule and we have no recourse because we did not ask for a cash deposit, we had only used the CSA Policy. We will ask, but it is likely we will receive compensation for having to pay the housekeeper triple what we normally do, and the time it takes to manage all the problems after the fact. VRBO needs a better method of reporting this type of behavior on the part of guests to protect other owners from these kinds of tenants who basically lied and got away with it Thank you for considering how to better handle these types of situations . Unfortunately customer support repeatedly told us there was nothing we could do, which is very frustrating. They kept referencing the CSA policy which really doesn’t help us much, although we will be filing for a toilet and a screen door replacement. Vrbo owners need to know that the organization in which they have put their faith and trust will support and back them, and do more to assure that others will be protected from dishonest tenants who disrespect their property in the future.
There was really no solution to the fact that despite having provided detailed house rules, there was no other course of action when the tenants broke them.
I would like VRBO to Notify tenants such as these that break the house rules and violate the rental agreement that was his conduct will not be tolerated,*I would ask VRBO to Blacklist this party and disallow them to book on VRBO again.*Ask VRBO to make an effort to verify the legitimacy of owner complaints- pictures of infractions , witness accounts so that things like pet fees that were not paid because pets were not disclosed or additional occupant fees that were not paid due to misrepresentation of party size can be billed to the credit card on file. These are things that cannot be filed with CSA insurance, and the owner takes a big hit with general wear and tear experienced from this type of gross misrepresentation.
I have been an owner on Vrbo for several years and have successfully listed our property.
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Customer service issue
Reported by GetHuman-foxandhe
Apr 18th, 2019 - 4 years ago
Seen by 25 customers so far
Similar issue to 2433 others
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GetHuman-foxandhe started working on this issue
Apr 18th, 2019 3:07am
GetHuman-foxandhe indicated the issue is not fixed yet.
Apr 18th, 2019 3:07am

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